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Member Success Coordinator
Full-time
About Dialogue Dialogue is the #1 virtual care provider in Canada. By developing
our Integrated Health Platform🅫, we provide exceptional online health and wellness programs (primary care, mental health, iCBT, EAP, and wellness) to organizations that want to improve the wellness of their employees and families.
When It Comes To Our Work, We Set The Bar High. Together, We’re Transforming Health And Helping Millions Improve Their Well-being. We’re Firm Believers That Great People Don’t Settle On
Impact
Community
Growth
Excellence
Feel like you can make a difference? Good news, we saved you a seat!
Reporting to Alice Brovkin, Senior Manager, Customer Success, you will support a seamless member experience by helping members access care without friction and receive timely, accurate assistance throughout their journey. In this role, you will contribute to both day-to-day support delivery and the AI operational foundations that enable our team to scale efficiently. This is a 12-month mandate designed for someone who is both a strong support practitioner and comfortable working hands-on with AI tools to continuously improve them. What You'll Be Doing
Provide empathetic, high-quality support to members through chat and email, ensuring timely and accurate resolution of inquiries
Triage and support operational requests or escalations in alignment with internal workflows and compliance standards
Execute on identified improvements to the AI Agent on our member FAQ chatbot, ensuring responses are accurate, up to date, and aligned with current workflows
Identify and flag gaps in AI Agent coverage or quality (unresolved queries, low-confidence responses, member friction) and implement targeted fixes
Maintain and operate agent-facing AI tools in Zendesk (e.g. suggested replies, auto-tagging, intelligent triage), ensuring they function as intended and reflect current best practices
Validate that AI input sources are structured for effective AI consumption, flagging content that needs restructuring to the relevant owner
Act as a voice of our members by providing valuable insights into our product, engineering, customer success and medical teams
We'd love to hear from you if you have
Experience in a customer support, customer success, or service delivery role
Hands-on experience with Zendesk, including working with AI features, automations, triggers, or reporting
Comfort working with AI tools (you don't need to be an engineer, but you're curious about how AI works, you notice when it isn't working well, and you take initiative to improve it)
Exceptional written and verbal communication skills in both French and English
Strong interpersonal skills with the ability to build positive working relationships
Highly detail-oriented and resourceful
Comfortable working within structured processes while exercising sound judgment
Collaborative mindset and ability to work cross-functionally to resolve issues
Ability to manage competing priorities in a fast-paced, service-oriented environment
At Dialogue, your well-being is our priority Benefits Taking care of others also means taking care of our team! Depending on your role and employment status , you could have access to the following benefits:
Access to the Dialogue app and virtual mental health support for you and your family
Fully funded insurance, a health spending account, dental coverage, and fitness reimbursement
4 weeks vacation, 9 wellness days, and 1 volunteer day
Hybrid work: 3 days/week in our Montreal or Toronto offices, excluding remote roles
Work abroad up to 4 weeks/year
Incentive plans, referral bonuses & RRSP matching
Learning via Coursera, external training budget & mentorship
Optional parental leave top-up
